vis|ability Software Maintenance

Software Maintenance is the annual vis|ability service that combines Technical Support and Software Updates to ensure vis|ability systems remain reliable, secure, and fully operational throughout their lifecycle.

It encompasses 24/7 technical support for operational users and administrators, as well as software upgrades for

• corrective maintenance (addressing defects and issues),

• adaptive maintenance (updating the software to remain compatible with changing environments and integrations),

• new releases that enhance performance and usability

Customers have direct access to our technical support team for troubleshooting, configuration assistance, and operational guidance.

Support services include:

• 24/7 phone support for urgent operational issues

• Email support, which automatically generates and tracks support cases

• Access to the vis|ability Customer Support Web Portal for ticket submission, tracking, and knowledge base access

• Level 2 technical support through phone, email, or the support portal

The Activu support portal allows customers to submit and monitor service requests while also providing access to previously resolved cases and technical documentation. This centralized system ensures visibility into support activity and enables efficient communication between customers, integration partners, and Activu technical staff.

The software upgrades include bi-annual software revision updates, which provide bug fixes, performance improvements, and incremental feature enhancements. Customers also receive major software version upgrades as they become available, typically biannually.

Major upgrades include the updated software along with remote support from vis|ability engineers to assist with the upgrade process. If on-site assistance is required to facilitate the upgrade, associated labor, travel, and expenses may apply.

To ensure organizations can fully leverage the capabilities of the platform, the support program includes ongoing remote training services for system administrators and operational users.

Training sessions may include topics such as:

• Desktop Client operation and layout management

• Content visualization and sharing workflows

• System configuration and administration tools

• Operational best practices for visualization environments

These sessions help ensure that operational teams remain confident in their ability to manage and operate the system effectively.

On-site technical services are available when requested, either through our integration partners or vis|ability staff.  These are additional Professional Services and are not included as part of Software Maintenance.  Please contact us if you require on-site support services.

For most vis|ability deployments, the Systems Integrator that provided vis|ability servces as your Level 1 support provider, providing the initial response to operational issues and basic troubleshooting.

Level 1 support activities may include verifying system status, confirming hardware operation, checking network connectivity, and isolating issues related to third-party components or environmental conditions.

If the issue is determined to involve the vis|ability platform or requires deeper technical expertise, the integrator escalates the request to us to provide Level 2 support. 

This support structure ensures you receive a rapid response while still maintaining direct access to vis|ability engineers for advanced troubleshooting and platform expertise.

vis|ability’s support organization follows a structured service response framework that prioritizes incidents based on operational impact.

Critical issues that affect system availability or operational capability receive immediate attention from technical support personnel. Restoration efforts focus on returning the system to operational status as quickly as possible, followed by permanent resolution of the root cause.

Lower-severity issues are managed according to defined response timelines and escalation procedures to ensure all service requests are addressed efficiently and transparently.